Indirect sales of services

In the case of indirect sales of its service promises, a service company must note that the additional immateriality of the service promise results in a “double” immateriality. A double immateriality means that both the actual service (e.g. the transport service of an airline) and the services of the Intermediary (e.g. the consulting service of a travel agency) are immaterial. The double immateriality thus increases the need for an explanation of the service, which is already there (Hilke 1989).
An indirectly selling service company should take into account that the indirect sale carries the risk of incongruence between the service promise of the producing service company (e.g. airline) and the advisory service (e.g. a travel agency). This means that the service promise of the sales agent and the service provided later do not fully correspond and can lead to customer dissatisfaction, as the quality expectations of the customers have not been sufficiently met.

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Further explanations for the first letter I.